Specialized Loan Servicing LLC
Consumer Complaints
There are over 4954 complaints on file for Specialized Loan Servicing LLC. Dated between 2019-12-06 and 2012-04-23.
Complaints Page 46
2018-07-22
Indianapolis, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received a letter from the mortgage co - Specialized Loan Servicing LLC ( SLS LLC ) - on XX/XX/18 - the letter was in response to an earlier request about removing Private Mortgage Insurance ( PMI ) from my mortgage payment. The company sent me a form letter outlining the process under the " Home Protection Act for Borrowers with Private Mortgage Insurance ( PMI ) but failed to address the specifics of my original request.
Following detailed research on my property value, I wrote to SLS on XX/XX/XXXX, faxing over some 32 pages of documents to the listed fax number on the official SLS letter ( which is included in this formal complaint ). My research conclusively proves that value of the property is way under the threshold for PMI to fall-off i.e., 80 %, however, I estimated that the Loan-to-Value ( LTV ) was at $ 63.05 %. The Fax Confirmation Page heads the attached documents proving that they were successfully sent to SLS on XX/XX/XXXX @ XXXX XXXX EST, as previous described.
I waited some 35 days i.e., until XX/XX/XXXX, without receiving a response from SLS. On XX/XX/XXXX I reached out to SLS at their Customer Service number and spoke with a Service Agent - XXXX. I explained the situation in detail. XXXX apologized for the delay and noted that although he could not see/review the documents in question, nevertheless he confirmed that they were in the " system ''. He stated that he could see a receipt of the documents was noted under my mortgage account profile in the system. He said he would reach out to the department concerned the next business day and have them contact me vis-a-vis my submission.
I waited an additional 26 days until XX/XX/XXXX once again no response from SLS. That same evening, i.e., XX/XX/XXXX, I called SLS and spoke to another Service Agent - XXXX. I went into detail with XXXX explaining the situation, asking about the documents and the lack of response from SLS on the removal of PMI. XXXX apologized and put me on hold several times as she investigated the situation. Eventually she went onto to say that there was " NO RECORD OF RECEIPT '' of the documents in the system on XX/XX/XXXX, which XXXX has confirmed previously confirmed with me on XX/XX/XXXX. I was astonished. I told XXXX what XXXX had confirmed a month earlier - it mattered not. XXXX repeated there was no record of receipt of the documents. I also stated that I had a copy of the fax confirmation once again it mattered not - XXXX apologized but reiterated that they had received no documents and was not budging on this point. She went onto say that the mortgage balance had to be under 78 % LTV, to have PMI removed. I explained that the LTV was about 63 % LTV, way under the required threshold.
I was shocked and disappointed that this was the " official response '' from SLS. I tried to plead with XXXX - but she repeated SLSs position that they were not received. She stated that I was more than welcome to try to fax them again, or alternatively mail them. Naturally I was very upset, nevertheless I remained calm amid what I was being told. Since I was getting nowhere and in pleading for help, I asked if I could speak to a Supervisor. She put me on hold and eventually transferred me to her Supervisor XXXX. I introduced myself. XXXX explained that he was up-to-speed on the reason for my call so I asked him how it happened that SLS : 1. Where unable to remove PMI 2. Had the documents 3. Did nothing with them 4. Now claim that they never had the documents 5. Can not explain where they are 6. Can not explain how I happen to have a fax confirmation to their office/dept 7. Why they never replied to me 8. And nothing further could be done Once again, I pleaded my case and spent a lot time with XXXX on this whole fiasco. Like XXXX he was apologetic but all the apologies in the world was not fixing the issue i.e., removing PMI. XXXX assured me that he would do the following : 1. He personally, would take ownership of the issue 2. He would reach out the Escrow Department concerned etc.
3. He would ensure they get back to me 4. To leave it with him for several days and I would be hearing back from them Well that was back on XX/XX/XXXX some 48 days ago. Since I was dealing with a member of the management team I entrusted the issue to XXXX with the understanding that the issue would finally be resolved ; however, like every other occasion, Ive heard nothing from SLS. Sadly, given the above track record I am left with no alternative but to lodge a formal complaint against SLS LLC with the Consumer Financial Protection Bureau.
What they have done and are continuing to do to me, as their customer, is unacceptable, reprehensible, willful, wrong and probably in breach of US Law. They can not be allowed to get away with this. As a customer of SLS LLC, I have : 1. A perfect right to request the removal of PMI based on the evidence of the property value.
2. I have the right to be treated with a modicum of respect 3. They can not arbitrarily ignore the DOCUMENTARY PROOF sent to them on XX/XX/XXXX 4. They do not have the right to lie to me 5. They do not have the right to evade or ignore their responsibilities as a mortgage servicer/lender 6. They do not have the right to discard or ignore me, or any other customer 7. They do not have the right to flout US law and think that they can get away with it I have done some additional research into how SLS LLC customers are being treated and the results speak for themselves.
XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX As a result of this whole fiasco, I am formally requesting the CFPB launch an official investigation into Specialty Loan Servicing, LLC as to : ( a ) Why they have not replied to me ( b ) Why they have acted on the provided documents to Remove PMI ( c ) Why they have failed, time and time again, not to fix the issue based on multiple calls I sincerely hope that you can get to the bottom of the issue, holding SLS LLC accountable and ensuring that the adhere to my request and remove PMI. Also, I am requesting my loan with SLS be sold to another servicer where I will be properly treated.
Sincerely,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-21
Grand Prairie, TX
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: REFERENCE " cfpb '' CASE NUMBER : XXXX cfpb, I appreciate your follow-up regarding the referenced complaint and the dead line to receive feedback. Please note, on XX/XX/2018 ; I submitted feedback to the company 's response to Consumer Financial Protection Bureau ( cfpb ) ; along with copies to Specialized Loan Servicing ( SLS ) ; Federal Trade Commission ( FTC ) ; XXXX XXXX XXXX ; XXXX ; XXXX ; XXXX Consumer Disputes ; and XXXX XXXX XXXX XXXX.
Per United States Postal Service delivery tracking numbers and confirmation of received response/documentation ; receipt of my response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-20
Rochdale, NY
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-20
Ridley Park, PA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: the mortgage company is holding on the insurance money that I need to have the repairs done on my home. Meanwhile, I living in the home that has mold, fungus and raw sewage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-20
Cottleville, MO
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-19
Flushing, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-19
North Hills, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-19
N San Juan, CA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I have been trying to get a modification to an existing mortgage for 3 + years. Every time I submit the information that they requested, they state that they want additional information. I must have submitted the information at least 10 times. Last week they stated that they had all the information that they needed. Two days later they stated that I had to start over and submit everything again new. I did do that, but they said that they did not have enough time to do the required work. The property is now scheduled for foreclosure sale on XX/XX/2018. This is an example of the worst customer service I have ever seen.I now am working and could afford to make the mortgage payments, but they are not offering me that option. Please help. I have attached a document that shows the fax 's I have submitted. This is only the top page of 5 pages of faxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-19
South Orange, NJ
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-19
So Effingham, NH
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-18
Soquel, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-17
Norwalk, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: RE : Overcharging for Escrow Account Shortage Account According to the SLS Mortgage Statement for XX/XX/XXXX indicates that my monthly mortgage payment is {$2900.00} which includes {$1200.00} for my escrow balance. The {$1200.00} includes {$800.00} credited for my XX/XX/XXXX shortage escrow account and {$400.00} credited toward my current escrow for XX/XX/XXXX, this is the information from an SLS mortgage statement dated XX/XX/XXXX. The SLS online account indicates that the only escrow balance is {$750.00}. Why am I being charged more than the balanced due for my current XX/XX/XXXX escrow and XX/XX/XXXX shortage escrow account?
I have contacted your customer service department a number of times and have not received an accurate response.
Your immediate attention to this matter would be appreciated.
~Concerned Consumer c : HUD Consumer Financial Protection Bureau ( CFPB ) Complaint Dept.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-17
Coatesville, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-17
Worcester, MA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-17
Key Biscayne, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My home is set for foreclosure auction on XX/XX/XXXX by Specialized Loan Servicing. I have a good job and make sufficient income to afford a fair and reasonable mortgage payment. My issue is that SLS has denied me access to available options and has refused to consider allowing me to fix this problem. I have owned my home for 15 years and live here with my XXXX year old son and XXXX nephews, ages XXXX and XXXX. We don't want to be put out on the street when this is a problem that could be solved. I had a major hardship a few years ago when I was unexpectedly laid off and defaulted on my loan. I have tried to work with SLS to fix this problem but have been denied access to federal, state and internal programs that I should be considered for.
I worked for years doing XXXX XXXX for the XXXX and XXXX and had stable income. A few years ago I had some financial issues and applied for a loan modification and was put into a step modification program. I paid on this for several years as the rate and payment continued to increase. Problems began inXX/XX/XXXX when the XXXX I worked for had their budget cut and the funding for my division was ended and I was laid off. As a result, I defaulted on the modification payment. I contacted SLS as soon as this happened to try and begin negotiating some type of new modification or forbearance or repayment plan. I also started my own XXXX business but it took a few months to get it off the ground. As soon as I was in a better position I tried to make a mortgage payment to SLS but they would not accept it unless I paid all past due payments at once. I continued trying to negotiate for a modification but eventually their agents told me since I had a modification in the past with a low interest rate that I was not eligible for another. I do not believe that is accurate information so I hired an Attorney to help me who advised me to file Chapter XXXX bankruptcy. I did this for nearly two years until my grandmother ( who raised me ) fell XXXX ill in XXXX and I had to go there to help care for her until she passed away in XX/XX/XXXX. I have tried returning to negotiate some type of modification or agreement with SLS but have been given the runaround and transferred from department to department with no assigned contact that was willing to work with me or help me. I was told the only option was to sign over my home.
I have spent the last few years building my XXXX business and I have sufficient income to afford a fair and reasonable mortgage payment. I just need the SLS agents to work with me and look at my current and correct financial information and give me access to all programs including modification, forbearance, recapitalization of delinquent amounts or even repayment plans. I can afford a fair payment, this whole problem could be fixed and SLS could get their money back if only they would work with me.
Company Response: Closed with explanation
2018-07-17
North Hills, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-16
Kenwood, CA
Took or threatened to take negative or legal action
Debt collection: Mortgage debt
Seized or attempted to seize your property
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-16
Katy, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-16
Tampa, FL
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I submitted a loan modification package to the lender for review. I was advised twice in XX/XX/XXXX that the loan package was complete and there were no more necessary documents.
I then received a letter changing the rep on my case, and the next letter I received was a letter advising they had not received a package since XX/XX/XXXX, and that no package is in review.
I went to court last week and the attorney advised that there was no loan modification in review. I called my lender after the hearing and they advised they have a complete package and its with underwriting.
There has been a complete mishandling of my loan modification.
Company Response: Closed with explanation
2018-07-15
Staten Island, NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My prior claim numberXXXX Well to start again I finally got a bill like normal companys send. The statement does show what you show pay them. It does not show payment or mortgage balance. How cam a company you pay XXXX $ per month and show nothing. Maybe the need some better management. They will not tell me who they pay my money too. They have not got my harp payment either. They had a lien put on our home because they never made a proper payment. They paidXXXX however the missed a payment somehow and due last XXXX XXXX.i told and sent the papers in XXXX. So the money owed is costing me because of late charges. I also want the lein taken off our home.can someone tell me why does a mortgage company need you to send your money to another company to pay your mortgage. Who is paying for that. The mortgage company that I dont even XXXX who they are. I cant believe this XXXX. I never had a problem with any company like this slip share company. They cant be doing this to just me. They need to be put out of business. Thank you
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company Closed with explanation
2018-07-13
Foothill Ranch, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: SLS wants to sell my home without try to Assist me first they are under law suites tor having the same pattern and doing the same thing to other home owners They only want to make me hone less from the beginning they effort is just to put me out in the street
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-13
Stafford, VA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: The 2nd lien holder SLS, gave an approval letter with the demand of {$90000.00} from the 1st lien holder and or the sellers in order to release the lien so the sale of the property could not proceed as intended. The buyers walked away after knowing the sellers were unable to proceed with such a demand from Specialized Loan Servicing, something they conveniently forgot to include in their response to CFPB. The property was listed again at {$640000.00}, a price that the market supports, as there have been similar properties sold in this range and the property is in need of upgrades and maintenance. SLS refuses to have a interior BPO or an appraisal done, they are currently using active and under contract listings in their valuation which has no support in the final sale of any property. We currently have a new offer, it is being reviewed by the 1st lien holder XXXX XXXX and waiting for another approval on the property. The 1st lien holder has also contacted their attorney XXXX and XXXX to start foreclosure proceedings, the letter is attached for your review. The approval letter, dated XX/XX/2018 from SLS is also attached for review showing the requested XXXX to release the lien, knowing the first would only pay up to 10 % percent with management approval which we have expressed multiple times to SLS in verbal conversations. If we can not get a reasonable payoff amount from SLS to release the lien so the sale can move forward, the property will go into foreclosure ; maybe this is the overall intention of SLS 's outrageous request for a payoff. The 1st lien holder has now offered {$6000.00} to the 2nd SLS, as a current payoff and the approval letter from them once received will reflect that amount. That letter will be sent to SLS for review and request to release the lien for the current offer on the property before it is foreclosed on. Thanks for your review and time on this matter, please advise. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-13
Centerville Branch, GA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-13
MD
Trouble during payment process
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: I have an adjustable rate HELOC mortgage with XXXX XXXX XXXXXXXX now being serviced by Specialized Loan Servicing, out of XXXX XXXX, CO ( XXXX ) XXXX.
I filed a Chap XXXX Bankruptcy but have been making my payments every month voluntarily so I could keep my home.
Because I have an adjustable rate mortgage the payments changed and I didn't realize it since they refuse to send me statements because of the BKO. They said I had to request them in writing.
I requested them in writing XX/XX/XXXX after receiving a Notice To Foreclose and none of their representatives being able to tell me exactly what I owed and from what dates. I requested all past statements and to have statements reinstated going forward. I was told that I wasn't being reported late to the Credit Bureau and that I wasn't being assessed any late fees.
XX/XX/XXXX I received a letter stating the received my request and my case was under review. We will have a response issued to you within applicable state and/or federal times frames.
I never received any past statements, nor did I receive statements going forward. I received a payment history which was very hard to understand with a four page key of Payment Transaction Codes which correlated with the computer print out they sent me. Not consumer friendly and didn't give me a normal month by month what was paid and owed. I feel like they are incorrectly posting all of the money I am sending them in an attempt to collect late fees and something they call Corporate Advance Fees/ a fee they charge when I send in a partial payment. Which I never knew about and had been sending in 1/2 of my mortgage payment every two weeks in an attempt to pay down the principal which I guess resulted in them not applying my payments correctly and charging me a fee every time I did it? Not to mention late fees after they hold my money in an account?
One XX/XX/XXXX I received a letter from them stating they received my letter however not at our designated address for " such inquiries. '' Then they gave me the address but stated that my letter was currently under review. We will have a response issued to you within state and/or federal regulated timeframes.
Today XX/XX/XXXX I called them again because I got a letter saying I was behind and they were going to Foreclose on me, even though I stopped mailing in payments every two weeks b/c a rep told me they were mis-posting them and I should just mail it once a month.
After speaking to XXXX for 86 min who put me on hold over and over again to research basic questions only to come back on saying I needed to request everything in writing again to get statements and that she wasn't even sure if I would get statements after I requested them because it was based on my states laws after bko? She also kept saying this was my fault. I wasn't making my payments on time. It was my fault I filed bko and that is why they can't send me statements. She also told me I owed 3 months of payments immediately. Even though I hadn't missed any payments and that my loan was complicated so she couldn't read me a month by month to show when I was behind?
I asked to speak to her manager and she told me it was their policy to request a manager call back and it would take up to two business days. Today is Friday. So that means I would have to be worried sick about foreclosure proceedings being started on my home where I would be assessed more fees for an attorney etc, thus never digging out of this debt.
In XXXX my interest only payment was {$930.00}, then it went up to {$1200.00}, then {$1600.00}, now it is over {$1700.00} and she said it will adjust every 3 months until I pay it off.
This loan is insane. There is no way I can continue to pay an extra {$900.00} a months on a second mortgage and have it go up {$100.00} every 3 months.
They are a horrible servicing company. I seriously doubt that my state regulations allow them to take almost as year to respond to a request I put in writing. Now she is telling me to put it in writing again and I can't talk to a manger?
Please help me???
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2018-07-12
Finksburg, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I paid off the mortgage on XX/XX/2017. I received a Release many months later ; however, SLS has not notified the credit reporting agencies. I called SLS several times and only gotten the " run-around '' that papers would be submitted. This loan continues to show up on my credit report, namely XXXX and XXXX. I would like SLS to notify all credit reporting agencies that this loan has been fully paid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation